The player from Germany had requested a withdrawal less than two weeks prior to submitting this complaint. Their money hadn’t been received yet. He reported that the casino’s 3-business-day payout timeframe had expired, while support kept giving vague replies and saying the money was safe during verification. We advised him to wait for the standard 14-day period and cooperate with the casino, but the complaint was later marked as resolved by him, so we closed the case as resolved.
MrPunter Casino - Player believes that their withdrawal has been delayed.
Resolved
Our verdict
Case closed
Amount: €1,500
MrPunter Casino
Safety Index 8.4 HighCase summary
Discussion
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3 weeks ago
Translation
Hello, my withdrawal is overdue. I was told two days ago that the withdrawal should be processed that day. Now it's two days later. I suspect this is a deliberate delay in processing the withdrawals. Perhaps you could help me communicate with the casino. The screenshot is from Monday at noon.
Thanks
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3 weeks ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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3 weeks ago
Dear ydecker0011,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
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3 weeks ago
TranslationHello,
The casino specifies a timeframe of 3 business days. This period has now expired. As a result, the payout is now delayed for far too long. Furthermore, customer support is completely unhelpful. They won't even tell me what the problem is. They just keep saying that my money is safe and that the lengthy verification process is necessary to protect it. But that makes absolutely no sense to me. My money is safe when it arrives in my account, not when it's sitting in the casino's possession. It's an experience I wouldn't wish on any other player. Deposits are incredibly fast, but withdrawals take forever. There's a real lack of fairness here. I understand that withdrawals take longer than deposits, but this long is unacceptable!
Please help me get in touch with the casino. I'm missing a proper contact person there. Perhaps you can put me in touch with someone so that the issue gets escalated to higher levels and isn't just handled by bots in the live chat that always give the same standard answers.
Thank you
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2 weeks ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear ydecker0011,
We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.
As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.
Thank you in advance for your time and feedback.
Best regards,
Jean
